ServiceNow CIS-CSM : ServiceNow Certified Implementation Specialist - Customer Service Management Exam

Exam Code: CIS-CSM
Exam Name: ServiceNow Certified Implementation Specialist - Customer Service Management Exam
Updated: Oct 01, 2026
Q & A: 261 Questions and Answers

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ServiceNow CIS-CSM Exam Syllabus Topics:

Topic	Details
Topic 1	CSM Foundational Data Model: This section evaluates Configuration Specialists' understanding of core CSM data structures. It covers business models, product models, install base management, and contract entitlement handling, essential for underpinning ServiceNow CSM
Topic 2	This section evaluates ServiceNow Consultants' capabilities in extending CSM beyond core case handling. It includes knowledge of CSM portal configuration, service catalog setup, SLAs, targeted communications, community engagement, and using performance analytics for reporting and insights.
Topic 3	Customer Service Management System Setup and Configuration: This section assesses ServiceNow Consultants' configuration expertise in setting up the CSM application. It focuses on enabling ServiceNow CSM, defining routing and assignment rules, configuring case types and communication channels, and customizing CSM workspace behavior.
Topic 4	Case Management: This part of the exam measures the operational proficiency of Configuration Specialists in managing case lifecycles. It examines knowledge of case states and flows, major issue handling, service definition and digest setup, CSM workspace tools, and the creation of case actions, tasks, and escalations.
Topic 5	CSM Portal, Knowledge Management, Service Catalog, Communities, and Performance Analytics

Reference: https://www.servicenow.com/content/dam/servicenow/other-documents/training/cis-csm-blueprint.pdf

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Exam Topics of ServiceNow Certified CIS CSM

The following are covered in SERVICENOW CIS-CSM practice exams and SERVICENOW CIS-CSM practice test:

Baseline Application Functionality
Proven Practices for Implementation
Business Cases / Use Cases
Architecture and Security

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CIS-CSM Official Certification Site

Certification Path of ServiceNow Certified CIS CSM

ServiceNow requires the completion of the following prerequisite training course(s) in preparation for the Certified Implementation Specialist - Customer Service Management exam: